Refund policy

Returns, Refunds & Cancellations Policy

Last Updated: September 22, 2026

At Ceramics on 23rd, many of the pieces we sell are individually poured, cleaned, fired, inspected, and carefully packed by us. Some pieces are already in bisque when purchased, while others are produced specifically in response to an order.

Because of the fragile, handmade, and often made-to-order nature of our ceramics, all sales are final.

If your piece arrives damaged, there is a significant defect, or we made a mistake with your order, that's different.

We'll work to make it right.

ALL SALES ARE FINAL

Ceramics on 23rd does not accept returns or exchanges for buyer's remorse or change of mind.

This includes, but is not limited to:

  • Changing your mind after ordering

  • Deciding you no longer want or need the piece

  • Ordering the wrong item

  • Ordering the wrong size

  • Finding a different piece you prefer

  • Deciding the item doesn't fit your project, décor, or intended use

  • Minor variations inherent in individually produced ceramics

  • Normal characteristics associated with vintage molds

  • Minor dimensional differences resulting from the ceramic drying and firing process

Please review the photographs, descriptions, approximate dimensions, production status, and other information provided on the product listing before placing your order.

If you're unsure about something, please contact us before purchasing. We're happy to answer questions about a piece before you order it.

Once you purchase it, the sale is final.

GREENWARE & MADE-TO-ORDER PIECES

Items listed as greenware may be produced specifically for your order.

In many cases, we're not pulling a finished piece from a shelf. We're pouring the piece specifically for you and then drying, cleaning, firing, inspecting, and packaging it.

For that reason, greenware and other made-to-order pieces are considered custom production requests.

Once production has begun, these orders cannot be canceled, returned, or exchanged.

If you need to cancel a greenware order, contact us immediately. If production has not yet begun, we may be able to cancel the order at our discretion.

BISQUE ORDER CANCELLATIONS

If you accidentally place an order and need to cancel an in-stock bisque item, contact us immediately.

If we have not begun packing or processing the order, we may be able to cancel it at our discretion.

Once an order has been packed, processed for shipment, or shipped, the sale is final and cannot be canceled.

DAMAGED OR BROKEN ITEMS

If your ceramic piece arrives damaged or broken, please don't throw anything away.

Contact Ceramics on 23rd as soon as possible after delivery.

We will need clear photographs showing:

  • The damaged ceramic piece

  • The entire outside of the shipping box

  • The shipping label

  • Any visible damage to the shipping box

  • The packing materials inside the package

  • The way the ceramic piece and packing materials appeared when the package was opened

Please keep the damaged ceramic piece, shipping box, and all original packing materials until we tell you they may be discarded.

This documentation may be required by the shipping carrier when we submit a damage claim.

What Happens Next

Once you've provided the information we need, we'll handle the carrier claim from our end.

Whenever reasonably possible, our first solution will be to replace the damaged ceramic piece and ship the replacement to you at no additional charge.

Because many of our pieces are poured from vintage molds, produced in small quantities, or made specifically for an order, producing a replacement may take additional time.

If an identical replacement cannot reasonably be produced or provided, we'll contact you to determine another appropriate resolution, which may include an alternative piece or a refund for the affected item.

REPORTING SHIPPING DAMAGE

We ask that visible shipping damage be reported within 48 hours of delivery whenever reasonably possible.

Reporting damage quickly helps us document the condition of the shipment and pursue a carrier claim while the original box and packing materials are still available.

If you discover damage after 48 hours, please contact us anyway. We will review the circumstances and determine what options remain available.

WRONG ITEM OR OUR MISTAKE

We're human. Occasionally, mistakes happen.

If Ceramics on 23rd sends you the wrong piece, wrong quantity, or otherwise makes a fulfillment error, we'll correct it.

Contact us and provide photographs or other information necessary to identify the problem.

If an incorrectly shipped item needs to be returned, Ceramics on 23rd will provide instructions and cover the authorized return shipping cost.

You will not be responsible for additional shipping expenses resulting from an error we made.

DEFECTS VS. NORMAL CERAMIC CHARACTERISTICS

Many Ceramics on 23rd pieces are individually produced from ceramic molds, including vintage molds that may be decades old.

Minor differences in:

  • Dimensions

  • Surface texture

  • Mold detail

  • Firing characteristics

  • Shape or appearance

may naturally occur from one piece to another.

These characteristics do not automatically constitute a defect.

However, if you believe your piece has a significant defect that should have been caught during our inspection, contact us and send clear photographs.

We will review the issue.

We stand behind the quality of the bisque we ship.

UNAUTHORIZED RETURNS & REFUSED PACKAGES

Please do not send a ceramic piece back to Ceramics on 23rd unless we have specifically authorized the return.

Sending an item back without authorization does not automatically qualify the order for a refund.

Likewise, refusing delivery of an order or failing to accept a shipment does not convert an otherwise final sale into a refundable return.

Additional shipping, return-to-sender, or reshipping costs resulting from an unauthorized return, refused delivery, incorrect address, or other customer-caused delivery issue may be the customer's responsibility.

REFUNDS

Refunds are issued only when approved by Ceramics on 23rd under this policy.

When a refund is approved, it will generally be returned to the original payment method.

The amount of time required for the refund to appear in your account may vary depending on the payment processor, bank, or credit-card company.

Original shipping charges are not refundable for cancellations or circumstances caused by the customer.

When a refund results from shipping damage, an error by Ceramics on 23rd, or another circumstance for which we are responsible, we will determine the appropriate refund based on the situation.

LOST PACKAGES

If your tracking information shows an unusual delay or you believe your package has been lost in transit, please contact us.

We will work with the shipping carrier to investigate the shipment.

A carrier investigation may need to be completed before we can determine whether the order should be replaced or refunded.

OUR PROMISE

All sales are final—but that doesn't mean you're on your own if something goes wrong.

If we made a mistake, we'll make it right.

If your ceramic arrives damaged, we'll work with you, handle the carrier claim, and whenever reasonably possible, get a replacement headed your way.

What we don't accept are returns simply because someone changes their mind after purchasing.

We're a small ceramics business, and every order involves real time, materials, kiln space, packaging, and shipping.

We appreciate you taking the time to make sure you've chosen the right piece before placing your order.